Retail / e tail – how to best extract value across various channels is the subject of much discussion. It has been recognized that to be successful the retailer must rely on multi channel strategies.
The problem is that having multi channel strategies itself is not a solution. The strategies must meet a multitude of customer expectations. Importantly the shopping experience doesn’t end once the sale has been concluded. The recent “Loudhouse” report commissioned by Zendesk offers a great insight into the customer service expectation.